Faqs

If you would like your items to be gift packaged, please indicate that your
purchase is a gift by selecting ‘Gift Packaging’ at the checkout. If you have
selected ‘Gift Packaging’, you will have the opportunity to add a personal gift
message to your order.

Our gift packaging consists of a gold-lined box and tissue paper, and is finished
with a coloured ribbon. Please note that we will always put the condition of
your items first and, therefore, we may be unable to offer gift boxes for large
items. Due to safety restrictions, we are also unable to offer gift packaging
for some of our beauty and fragrance range.

A selection of Burberry items can be personalised with up
to three initials
using Roman characters in the Burberry font and/or
symbols, which are
indicated on the product page if available (up to three
characters/symbols
only).

If the option to monogram is available it will be
displayed on the product
page for the item. You can select and preview your
chosen characters and/or
symbols for each product before adding it to your
basket.

Please note: up to three characters and/or symbols can be
monogrammed.
Symbols are not available for all products.

Monogramming is an optional service and you do not have to select monogramming. For some monogrammed items there is a charge for the service, which is displayed on the product page. This will be shown in your basket at checkout.

It is not possible to request monogramming for your item
after the order has
been placed or after you have received your item. All
monogramming requests
must be submitted at the time of ordering and cannot be
accepted after your
order has been placed. If you have placed an order and
need further
assistance, please Contact
Us.

Certain products, such as fragrances, have shipping
restrictions. You will be
notified on the product page and when placing an order
at checkout, if such
restrictions exist for your selected shipping
destination.

Monogrammed items may be shipped separately from
non-monogrammed items.
Delivery for monogrammed items may take slightly longer,
usually one
additional day, as a result of the additional time
required to create a
personalised product. Please see Shipping
Destinations,
Costs and Delivery Times for more information on
delivery times.

Payment will be taken for monogrammed items at the time
or shortly after you
submit your order and in advance of shipping.

If items are shipped separately, you may be charged
separately for items as
they are shipped. However, your card or payment account
may reflect the
authorisation and reservation of funds immediately when
your order is
submitted and before it is accepted and shipped.

Go to My
Account and sign into your account using your email
address and
password. Click 'Account Details' and update,
remembering to 'Save Changes'.
For security purposes, we may request further
information to verify your
identity.

We will send an order acknowledgement email within 24
hours. Please Contact
Us with your order details if you do not receive
this email. Please note
this is not an acceptance of your order. Your order is
not accepted by us
until you have received an email from us confirming that
the order has been
shipped.

You can check product availability in certain Burberry
stores by clicking on the ‘Find in Store’ button on our
product page. Selected products will be available to
pre-order. Shipping times for these items will be
displayed at checkout. This service is not available for
all Burberry stores.

Certain products that are not immediately available to
purchase may be displayed on Burberry.com. These items
can be pre-ordered to secure them once they become
available. Payment will be taken when or shortly after
your order is placed. Delivery times will be
communicated to you before you place your order and when
you receive acknowledgement for your order. You can
cancel your order at any time up to the item’s dispatch.
Our usual return conditions apply, provided the item is
not personalised, monogrammed or pierced jewellery, in which
case the item cannot be returned or cancelled.

Where certain items are ‘unavailable to purchase at
present time’ on Burberry.com, you may be given the
opportunity to ‘register interest’.

If you choose to ‘register interest’, Burberry Customer
Service will notify you as soon as the item is available
to purchase on Burberry.com. No payment is taken during
this process and the product is not reserved for
you.

Please note: we are not able reserve items or
guarantee size
availability.

Any product which is described as an ‘online exclusive’
will only available to purchase on Burberry.com or
through the Burberry app (where available) and is not
available in any Burberry stores, through any Burberry
authorised retailer or on any other website. If a
customer has difficulties placing and order through
Burberry.com, Customer Service may be able to assist by
taking the customers’ details and placing the order for
the “online exclusive” product over the telephone.
‘online exclusive’ products ordered online or though
Customer Service can be collected from your selected
Burberry store using the Burberry complimentary collect
in store service, where available.

Orders can be cancelled (excluding personalised
or monogrammed items)
in accordance with your statutory rights. Please
contact us within
14 days from the day after the date on which the
item in question
was received and follow the instructions in Returns
& Cancellations.

Due to the personalised nature of personalised
and monogrammed items,
returns, changes or cancellations are not
accepted once an order has
been placed. This does not affect your statutory
rights.

Your order will be processed and a confirmation email
sent on shipping. On
delivery, if any items are unsuitable and meet the Return
Conditions, please follow the instructions in Returning
your Purchase.

When ordering online, there may be an option to save your
card details
meaning you can check out more quickly the next time you
place an order. Our
site uses Secure Socket Layering (SSL) encryption
technology to encrypt your
payment details.

If you wish to change these details, please visit My
Account and click on Account Details.

PayPal account details cannot be saved.

If you pay using PayPal, the PayPal Privacy Policy available on the PayPal website will also apply. This sets out how PayPal collects, retains, processes, shares and transfers your personal data when you use PayPal’s services.

If you receive notification that your credit or debit
card or other payment
method has been declined, please contact your issuing
bank or payment
provider. Before doing so, please ensure that:

The card details or payment information entered are
correct. For
instance, your 16 digit code is correct and that you
have selected the
right card type

The 3 or 4-digit security number is correct

Your credit card has not expired

If you have saved your card details or payment
information we also recommend
that you:

Check that the selected card or method of payment is
active and that it
has not expired

Ensure that the billing address matches the credit
card or payment
method used for payment - You can edit saved
credit card details or
payment information by selecting the ‘Update Billing
Address’ button and
following the instructions

Ensure you have supplied a correct three or four digit
security number for the
selected card or payment method - We always
re-prompt for this
information to uphold the security of your stored
details

Delivery times are estimates and commence from the date
of shipping, rather than the
date of order. Delivery times are to be used as a guide
only and are subject to the
acceptance and approval of your order. An estimated
delivery time for your order
will be available to view in checkout. Delivery can take
longer than expected due to
customs clearance procedures in certain countries.

The following shipping information does not apply to
personalised or monogrammed
items. For further information please see the Monogram
FAQs section.

Please allow additional time for personalised or
monogrammed items. An estimated
delivery time for your order will be available to view
in checkout.

You can now shop online at Burberry.com and collect your
order in selected stores as
early as the following day. Designed around your
lifestyle, the complimentary
delivery option also gives you the opportunity to
experience our personal in-store
customer service. Items can be collected at your
convenience and returned using our
free
Returning
your Purchase process.

For more information and a full list of participating
stores, please see Collect-in-Store.

Select your shipping destination at checkout. Purchases
will be charged in the
nominated currency of the country selected for shipping.
More information on
purchasing can be found in Payment.
Please note different Terms & Conditions may apply for
different shipping
destinations.

At the shipping section of the checkout, indicate
the item is a gift to ensure
the price is not included on the shipping note.

During checkout you can enter a gift message to
arrive with the item upon
delivery.

Orders can be delivered to an address in any of the
countries listed within the
Shipping Destinations, Costs & Delivery Times table.
Select the destination Country- link to shipping country selection screen,
then select the item(s) you wish to send, and enter
the recipient’s shipping
address.

The recipient is not required to pay the relevant
import taxes or duties.

If the recipient returns the item, the refund will
be made to the original
method of purchase.

Gift packaging can be added at checkout with an optional
gift message.

Our gift packaging consists of a Burberry box with tissue
paper and ribbon. Please
note that we will always put the condition of your
garment first and, due to this,
we may be unable to offer gift boxes for large items.
Due to safety restrictions we
are also unable to offer gift packaging for some of our
beauty range.

Certain items such as exotic skins, furs, cosmetics,
fragrance and nail polish
have strict international trading agreements and
regulations to which we must
adhere. Unfortunately we are unable to ship these
items to certain countries
outside of the EU and US and to certain states
within the US and countries in
the EU.

Free returns are available worldwide for all full-price items within
30 days of shipping and all sale items within 14
days of receipt,
provided the return conditions specified below
are met.
Alternatively orders can be returned for an
exchange in Burberry
mainline stores within the US.

Please note it is not possible to return
personalised or monogrammed
items. This does not affect your statutory rights.

Please note it is not possible to return the
following items using
the free returns service:

Fragrance

Nail polish

If you cancel your order for a fragrance or nail
polish item and
return the item(s) using any other collection or
postal service, you
will be required to pay the costs of returning
the item(s).

Please Note: This does not affect your
statutory rights or
your ability to cancel your pierced jewellery, fragrance and nail polish orders in accordance with the terms in Cancelling
your Order.

RETURN CONDITIONS

Purchases must be returned from the original
shipping country
with the original Returns Form.

Items returned must be in their unused
original condition with
all Burberry item tags attached and any
related accessories or
instruction booklets included.

Incomplete, damaged, worn, soiled or altered returns, or anything Burberry reasonably believes has been used, will not be accepted and therefore sent back to the customer. Where an item is supplied with a hygiene strip, the item can only be returned if the hygiene strip has not been removed and remains intact.

On receipt of a return, we will process the refund as
soon as possible. We
estimate refunds will be made by the provider of your
payment method within
7-10 working days. Working days are Monday to Friday,
excluding UK public
holidays.

Free returns are available worldwide for all full-price items within 30 days of shipping and all sale items within 14 days of the receipt, provided the Return
Conditions are met. Please note that personalised, monogrammed or pierced jewellery items cannot be returned for an exchange or refund. This does not affect your statutory rights.

All Collect-in-Store orders can be collected at your
convenience and
returned using our free Returning
your Purchase process. Our store associates
are also on hand to
assist with any returns or exchanges. For any
further queries, please Contact
Us.

For Burberry.com orders you can use our collection
service at no additional
cost to ensure returned items are protected and recorded
during delivery. To
schedule this service, please Contact
Us. However, you may also return the goods to us
by any secure means
to:

Yes, unused items can be returned to us within 30
days of shipping
for full price items and within 14 days of
receipt for sale items,
with the exception of personalised, monogrammed or pierced jewellery items. This does not affect your statutory rights.

Please return the goods to us using the free Returning
your Purchase process and ensure the Return
Conditions are met. Returns will be refunded
to the original
purchaser via the original method of payment.

Please note that fragrance and nail polish items
may not be returned
using the free returns service. If you wish to
return a fragrance or
nail polish item using any other collection or
postal service, you
will be required to pay the costs of returning
the item.

Burberry Classic Cashmere Scarves are made in Scotland at
two historic mills in the towns of Elgin and Ayr. From
careful selection of the natural fibres to washing the
fabric in local spring water, each step in creating a
Burberry Classic Cashmere Scarf involves expert
knowledge that has been handed down through the
generations. Other types of Burberry cashmere scarves
may be made in other countries. Please refer to our
product pages for more information.

Due to the high quality and delicate nature of the yarn
used to weave the Burberry Cashmere Scarf, it is
recommended that you do not handwash this item. Please
see the garment’s label for care instructions and
consult your dry-cleaner for details of specialist care
to help maintain its characteristic softness and
lustre.

As a commitment to protecting British manufacturing, the
Burberry Heritage Trench Coat is made in England. Please
refer to our product pages for more information. In
order to make a trench coat, many individual processes
and techniques must be completed, and each of these
ensures the continued quality and unique appearance the
Burberry Trench Coat is known for.

Our Heritage Trench Coats are not waterproof, the
Heritage Trench Coat is designed to protect the wearer
against rain and made from water-repellent cotton
gabardine, a fabric invented by Thomas Burberry in 1879.
The innovative cloth is woven from fine, compacted
cotton in a structure that prevents water from
permeating the fabric.

It is not recommended that you wash your trench coat. A
Burberry Trench Coat should be professionally
dry-cleaned – please see the garment’s care label for
instructions. It is recommended that your trench coat is
reproofed following dry-cleaning, in order to maintain
its water-repellent qualities. If your trench coat has
detachable fur or leather trim detailing, please consult
your dry-cleaner for further advice.

We recommend that your watch is serviced every 2-3 years
to ensure it is
fully functional. During this service, our specialist
will examine your
watch and determine whether any repairs need to be
made.

A complimentary alteration service is available on full
priced garments
within three months of purchase. Any alterations will be
measured and pinned
as necessary. This complimentary service is only
available for basic
alterations. Other alterations are available but will
incur a charge.

All alterations will be chargeable for sale items and
garments after 3 months
of purchase.

Our handbags, small leather goods (including
belts), shoes, jewellery, timepieces and
sunglasses can be presented at any Burberry
store for an assessment of repair. Please note
we do not offer a repair service for Burberry
apparel. Please Contact
Us for further advice.

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